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Job Description
- Receive and handle user requests and complaints
- Respond to requests for technical assistance in person, via phone or electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise users on appropriate action
- Follow standard help desk procedures
- Install, configure and set-up new HW according to agreed standard
- Routine maintenance of the HW and SW according to agreed plans.
- Log all help desk interactions
- Administer help desk software
- Escalate unresolved issues to Senior Service Desk Representative or team leader.
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Prepare activity reports
- Stay current with system information, changes and updates
- Perform routine maintenance of the HW and SW according to agreed plans.
- Prepare and send HW to vendors or service partners and follow-up on them until received back.
- Maintain the data for HW & SW inventory
- Perform HW maintenance and transfers requests
- Provide on-the-job training to new staff and user
Job Requirements
- From 1 – 3 years experience in the same field.
Experience in:
- MS Windows 2000/XP/Windows 7 OS.
- MS Office Suite and Internet Explorer (IE).
- Communication protocoles: TCP/IP, LAN, WAN, ADSL, VPN, etc.
- Troubleshooting HW & SW problems.
